ComplaintsforEarth Breeze, Inc.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In April I bought a "free" sample...had to pay $1. I used my Paypal Mastercard. after the transaction it said it signed me up for auto-renew in 210 days. I wanted to try the sample to see how I liked it, and if it wasn't to my liking I would cancel. Well, I got an email yesterday saying my May 28th shipment was almost ready. (THAT wasn't 210 days). I replied back asking to cancel. No word. I emailed 4 more times. No response. Tried to call...they say they are not taking phone calls. I messaged them on ****************** Messenger (2x), their website, and Instagram. On FB page, they replied to "dm them" (which I already had. ...) no response. (a lot of others are having this issue as well. I keep trying to cancel my acct on their site and it just says "processing" and has a little circular motion that just keeps spinning, and never goes thru!! (I waited half hour once to see if it would and it never did. I even tried 2 different browsers, on my phone and laptop.) I have tried to move the dates, and change the amount in the cart, but nothing works! I am just stuck having them charge and ship me over and over!! I called Paypal to warn them of this and they said to call them if it goes thru. But will I have to do this EVERY month?? They are not replying to ANY queries anywhere and we cannot do anything on the website. I feel SCAMMED!

  Business response

  06/04/2022

  Thank you for reaching out to us with your concerns.
  
  I have reviewed your entire customer experience, and I can understand why you are so frustrated. 
  
  I want to apologize for the delays in resolving this for you. We recently experienced a large backlog in our emails and social media comments. 
  
  I see that your subscription has been successfully canceled and you will not be charged for recurring shipments. I have refunded your shipping charge for the free trial and will follow through to make sure that all your personal details are deleted from our system. 
  

  We work really hard to provide an amazing customer experience, and I can see that this did not happen for you.

  Customer response

  06/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is almost satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hi,I mistakenly ordered a subscription trial of 5 EarthBreeze Eco Sheets - Fresh Scent on May 7. I'd like to cancel subscription as well as the first "free" trial that charged 40 dollars. I have written 5 emails since May 7 and they never replied.Thank you!

  Business response

  05/11/2022

  Junwen's emails have been received and responded to. Full refund was given, and I have added the email text below for confirmation that support was offered. 

  Hello Junwen,
  
  
  Thank you for reaching out to us. I apologize for the delayed response, as we have received an influx of emails recently. Let me help you with your request.
  
  
  Since your recent order has already been shipped, we can no longer cancel it. I have processed a refund to your account instead. Please allow 5-7 business days for the $40.00 to reflect on your end.
  
  
  Rather than returning these Laundry Detergent Eco Sheets to us, please consider this as our gift for you. You may also donate it if you have friends or family who are interested in making a change, and we would love for them to have the opportunity to try Earth Breeze.

  
  Also, you have not signed up for any subscriptions with Earth Breeze. Rest assured that you will not get any subscription charges. ??
  
  
  Our goal is to provide amazing customer service every time you reach out to us! Please don't hesitate to let me know if there is anything else I can help you with today.Tell us why here...

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used the company Earth Breeze for a few months after signing up for a subscription where I am automatically charged. They have regularly charged my account and not sent product until I sent countless emails and messages. My last order was supposedly sent on April 15th but there is no tracking information available to this day and no updates have been sent. I have emailed them multiple times and sent messages through their website and their ******** account. They replied asking me to prove my account but once I did they stopped replying. It's now been almost a month and they won't reply, ship the product, or refund me for the product I haven't received. When I commented on their posts on ******** many people expressed they were experiencing the same but Earth Breeze asked me to message them and then started deleting the comments, but didn't reply to the messages. I now know they are fully aware of this and are actively scamming people. At this point I just want a refund and to warn others.

  Business response

  05/07/2022

  I understand why this situation has been frustrating for you. If that happened to me I'd be really upset, too.
  
  
  We truly appreciate your feedback and comments. We have saved your response to make sure it gets the attention it deserves.
  
  
  I'm glad to hear you love our product, and I'm so sorry for the shipping issues and that you didn't get a sooner response from us.
  
  
  We're constantly working to improve your experience, and when selecting our shipping partners, we take both delivery time and customer satisfaction into account. I've passed your feedback along to our shipping team to help them evaluate our current partnership. We're working hard to ensure quick delivery for all of our customers. Our Customer Delight team is also working hard to catch up on backlogged emails and messages, and we just welcomed new specialists so we can fulfill our 24/7 customer service promise.
  
  
  I have created a no-charge replacement order for you today because your experience with Earth Breeze is important to us. As an extra thank you for your understanding, I've also included free products. I hope you love them!
  
  
  You have likely already received your confirmation email. The order number is **********. This package will take approximately 7 business days maximum to reach you once it has shipped.
  
  
  As a kind reminder, we do not use tracking for single packages as we ship by first class postal mail service by ***** As for your new package, since there's more than one item, you'll receive a tracking information for that. Id love to help make this process a little smoother for you. I'll personally be tracking your package for Laundry Detergent Eco Sheets, Hope ****** and Multi Surface Cleaner Eco Sheets so I can ensure that it leaves the warehouse, and arrives successfully. (We dont want you to keep checking for tracking updates!).
  
  
  I hope you give us another chance. Let me know if there's anything else I could do to help set things right. Thank you for being an Eco Hero.
  
  **** ***** has been cared for by our customer support team. We apologize for the delay in responding. While launching our new product, we have received a huge volume of tickets, which has delayed our normally almost-immediate first response times. 

  Customer response

  05/09/2022

   
  Complaint: 17172168
  
  I am rejecting this response because:
  They lied in their response, they have done this with all of my orders for months and have never had anything that could be close to considered an "immediate response". They gave me a refund, and I appreciate that, but they have been awful to deal with, have lied, and since addressing this many people have said they experienced the same thing. I think Earth Breeze needs to change their practices to become a functioning, honest company. If they can't guarantee shipping dates they shouldn't list them, if they can't guarantee customer service, they shouldn't advertise it,and if people have legitimate complaints about business practices that involve their own hard earned cash I don't think it should be ignored for weeks until it comes to this. I just hope they do better, but they've lost a lot of customers with this.
  Sincerely,
  
  *********************

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date purchased-April 12, date returned-April 20. Have not received my refund and cannot contact business. Tracking # **** **** **** **** **** 45. They were unable to give me info on the tracking website. I was not happy with their product and want a complete refund on my credit card. I do not know anything about uploading anything. I am 77 years old, so doing good to fill this complaint out.

  Business response

  05/03/2022

  Rosalee's purchase was refunded today as a result of her voicemail message sent to us. It will take 5-7 days for this refund to credit back to her account. 

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I can't get in my account. It says no email found. But they send me messages to that email. Never wanted an account was only trying it. Don't like product. I been emailing to cancel. Cant cancel, says I have no account. Can't call. I want a refund and to cancel. Don't want the order there sending. I should be able to cancel. Bull c*** there no way of calling anyone. It says 24 hr emailing. But Noone is responding. This feels like a scam and its bull c*** This is not how to have a business.

  Business response

  05/03/2022

  Thank you for reaching out with your concerns. Your customer experience is our priority at ********************** and I have reviewed your entire support history. We strive for a 24 hour response and resolution time and in this case that did not happen for you.

  I can see that you had issues logging on to your self-management account. We are currently working on providing a link for our customers that does not require them to login, so it will be easier to manage subscription accounts in the future. I see that **** was able to cancel your subscription and provide your refunds for you today. We would love to see you back in the future for a better experience, and apologize again for the inconvenience of a delayed response and frustration with your self management login.

  
  

• Initial Complaint

  04/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a yearly subscription of scented laundry sheets which has a money back guarantee for $141.48 (invoice attached). Received my order in a couple of days, used them several times having to adjust the amount of sheets used each time. I was not at all satisfied, they did not perform as they advertised. I ***************** via email at hello.earthbreeze.com asking that my subscription be canceled, and a refund be processed because their product did not clean or eliminate odor as described and was unsatisfactory. I also used their website portal to request same. To date they have not responded by email or portal. I then ******** messaged the same correspondence requesting refund, nothing. I then posted a bad review on their ******** and immediately received a response. I received a reply to "add sodium bicarbonate to my laundry this will help" in conjunction to their sheets. I again requested they honor their 100% satisfaction guarantee company is again unresponsive! (copy of messenger attached)

  Business response

  05/04/2022

  I have reviewed Joanne's complaint and the customer support experience. I have also reached out to her by phone to let her know that her customer experience is our priority, and apologized for the delay in responding. ****** has been refunded and the subscription has been canceled. 

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I gave earth breeze laundry as Christmas presents with Six every other month subscriptions. The product is great! There customer service is terrible! I am not computer savy. It took hours to placevthose six orders. I emailed my new billing info, earth breeze refused to take my emailed billing info. I can not use their billing page or dashboard or whatever they call It. I really need about a 10 minute phone call to get three of my six accounts back in billing order. Earth breeze just keeps writing, we do not have phone customer service. No phone customer service is unbelievable! I must of sent earthbreeze at least nine request for help between March 1 and March 25th. My request is that BBB somehow work with earth breeze to get me a phone appointment, so I can get three of my six accounts back in good billing ************ have the March subscriptions mailed in April. Ideally I would like to see earth breeze set up a phone customer service line. Again what I really need is march's billing fixed and march's three shipments made.Thank you for your help.Sincerely, *******************

  Business response

  04/20/2022

  A positive customer experience is our priority here at Earth Breeze. In the future we will be offering phone support, however, currently it is not available. I have reached out to **** via my personal phone and left a message asking **** to call me back so we can resolve the issues. I am confident we can work together to adjust the subscriptions to be exactly what **** needs. Thank you. 

• Initial Complaint

  12/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought this product to try and they signed me up for a subscription without me knowing and there is no way to cancel or call. I have emailed them to tell them that this is not authorized and no one has responded or confirmed my cancellation.

  Business response

  12/21/2021

  Hello Lindsay

   

  Thank you for reaching out to share your concerns, and giving us the opportunity to make this right for you. Our goal is to provide an amazing customer experience for every customer.

  I have reviewed your customer service exchange with ***** and I see that he was able to refund your last order and cancel your subscription for you. 

  I apologize for the confusion. Every subscribing customer has access to a self-management account with Earth Breeze where you can cancel, adjust, or make any changes. You would have received an email after your order confirmation that details how to login and how to use our self-management. It is possible this email has gone into your spam folder. 

  We would love to see you back in the future for a better experience as we add more products and update our services. 

• Initial Complaint

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered once from this company for their fragrance free laundry sheets and now they want to send me more that I did NOT order. I have attempted to contact them via their e-mail link and have had NO success in receiving a reply. I informed them I would deny this bill on my credit card statement and still NO response. Can you assist me in this matter? Many thanks, ******* ******

  Business response

  09/16/2021

  ******* has received a response to her email and her subscription is showing as cancelled since Sep 3. No further action needs to be taken by *******. Unless she comes to the website and places a new order, no shipments will be sent.

  Customer response

  09/16/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am trying to cancel a subscription to this product. I've sent in several emails getting a response back each time with a response - "Our goal is to provide you with top-notch customer service and manage your subscription in the way that works best for you. That is why we have opted for a super flexible subscription program that allows you to change your shipment to any interval that suits you."I get it. I still want to cancel my subscription. Now I'm seeing comments and reviews from other customers who are having the same issue.

  Business response

  09/05/2021

  *********** subscription was cancelled via email support Aug 29. We also have a self-management account on our website where all of our customers can access their account and make any changes including cancellations. I have reviewed *********** customer support experience, and I see that the initial concern was that "there is no warning or option to snooze if I don't need a shipment." All of these options are available with Earth Breeze via email or self-management.

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩